job description
About EPOS
Backed by Ant International—a global leader in digital payments, digitization, and financial technology solutions—EPOS is a leading provider of innovative payment and business solutions. We empower merchants with cutting-edge technology to streamline operations, enhance customer experiences, and drive growth in the digital economy.
As a Merchant Operations Executive, you will play a pivotal role in supporting our merchant network in Southeast Asia. This position offers the flexibility to work remotely from the vibrant hubs of Bali, including Canggu, Ubud, Denpasar, and more, while collaborating with a dynamic, international team.
If you are passionate about fintech, merchant success, and operational excellence, this is your opportunity to contribute to a fast-growing company at the forefront of digital transformation.
Responsibility
- Manage and onboard new merchants, ensuring smooth integration with EPOS payment systems and tools.
- Monitor merchant performance, identify trends, and provide data-driven recommendations to optimize operations.
- Act as the primary point of contact for merchant inquiries, resolving issues promptly and maintaining high satisfaction levels.
- Collaborate with cross-functional teams (Sales, Product, and Tech) to implement merchant-specific solutions and improvements.
- Conduct regular audits of merchant accounts to ensure compliance with company policies and regulatory requirements.
- Develop and maintain merchant documentation, including onboarding guides, FAQs, and training materials.
- Analyze merchant feedback to identify pain points and propose actionable solutions to enhance the user experience.
- Support the rollout of new features and updates, ensuring merchants are well-informed and trained.
Qualifications
- Bachelor’s degree in Business Administration, Finance, Economics, or a related field.
- Minimum 2 years of experience in merchant operations, customer support, or a similar role within the fintech or payments industry.
- Strong understanding of digital payment systems, merchant acquiring, and e-commerce platforms.
- Excellent communication and interpersonal skills, with the ability to build rapport with merchants and internal stakeholders.
- Analytical mindset with proficiency in Excel or data visualization tools (e.g., Tableau, Power BI) for reporting and insights.
- Problem-solving orientation with a proactive approach to identifying and resolving merchant issues.
- Fluency in English; additional proficiency in Bahasa Indonesia or Mandarin is a plus.
- Ability to work independently in a remote setting while maintaining high productivity and collaboration.